Support Specialist

Job Description

Responsibilities

• Coordinate solutions for customers whose operations depend on products by troubleshooting technical issues, providing educating moments, and maintaining a feedback loop in order to support customer retention.
• Investigate and resolve technical issues stemming from integrations.
• Triage, escalate, and partner with various teams such as Customer Success, Account Management, User Support, Risk, and Engineering to ensure timely resolution and mitigate likelihood of repeat incidents.
• Use internal and third-party customer support and configuration tools to troubleshoot and resolve issues.
• Understand the customer experience and identify areas to improve the product and/or operations.
• Requires phone support and customer callbacks.

Qualifications: 

• Previous B2B support experience in SaaS and/or fintech
• Project management experience (preferred)
• Proficient in Excel / Google Sheets
• Excellent communicator both verbal and written
• Problem Solver – Ability to identify, troubleshoot issues, and propose simple solutions
• Coachable – Open to feedback and can show improvement 
• Experience with Zendesk support software a plus

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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